Vekaria Engineering Works Pvt. Ltd.

Summer Internship Project

A Study on Customer Satisfaction Level towards Vekaria
Engineering Works Pvt. Ltd.

Prepared By
IslaniyaTejas S.
(137700592036)

MBA Semester - III

ACADEMIC YEAR: 2013-15

Under the Guidance of

Prof.AshishNathwani

Submitted To
JaysukhlalVadhar Institute of Management Studies (Jvims)
Jamnagar

Affiliated To
Gujarat Technological University
Ahmedabad
1

STUDENTS DECLARATION

I undersigned ISLANIYA TEJAS S. a student of JVIMS MBA 3rdSemester; declare that

summer internship project titled, CUSTOMER SATISFACTION LEVEL TOWARDS
VEKARIA ENG. WORKS PVT. LTD. is a result of my own work and my indebtedness to
other work publications, references, if any, have been duly acknowledged. if I are found
quality of copying any other report or published information and showing as my original
work, I understand that I shall be liable and punishable by institute or university, which may
include fail in examination , repeat study & re-submission of the report or any other
punishment that institute or university may decide.

Name of student:
Enrollment Number:
Signature:

ACKNOWLEDGEMENT

During the visit at the VEKARIA ENGINEERING PVT. LTD. And during the preparation
of this project I received help from many people. At the time of presenting this report, I
would like to thank all of them.
I would express my gratitude towards MR.ASHISH NATHWANI who accompanied us
during our visit and also to DR.AJAY SHAH. I am also thankful to the employees,
supervisors and executives who have directly or indirectly co-operative with us at all the
point of time. I am greatly thankful to the following authorities of the industry for giving me
enough information about this industry. Not forgetting our seniors who have lent a helping
while my preparation of this project.
I am also very much thankful to our PROF. ASHISH NATHWANIfor providing me
guidance.

Place: Jamnagar

Signature

ISLANIYA TEJAS

PREFACE

It is firm effort by me to present a report on my industrial visit toVEKARIA ENGINEERING

PVT. LTD. In the report I had presented the knowledge, which I Gained during industrial
visit.

As we all know that theoretical knowledge and classroom discussion is not enough for
student to know all angles of business. This training is playing a crucial role to develop
practical view point of the student and also making them aware of the problems opportunities
and situations unit.

The aim of industrial visit is to make learning process complete with practical knowledge
beside theoretical knowledge. Hence, practical knowledge or training helps a student to have
experience about industrial activities.

EXECUTIVE SUMMARY

When every industry ventures out to make its mark in the corporate world, a refined mantra,
which dictates is, identify the needs and expectations of the customer. Culmination to
success summits materializes when this concept has been assimilated in the veins of its
philosophy and valuable man resources. VEKARIA ENGINEERING WORKS PVT. LTD.
ensures that in todays tough competitive times it is the customer satisfaction that speaks for
every organization.

The market research survey undertaken at VEKARIA ENGINEERING WORKS PVT.LTD.

Aims to discover preference of various customer perceptions. And the different products of
VEKARIA ENGINEERING WORKS PVT.LTD. The general objective of the survey is to
create and expand exiting customers base and to identify competitions and also emboss
VEKARIA ENGINEERING WORKS PVT. LTD. in the minds of Indian people.

Logo of the company

The Logo of
Vekaria Engineering Works Pvt. Ltd.

CONTENTS

NO.
1.

PARTICULARS
INDUSTRY OVERVIEW

PAGE
NO.
10-11

Basic overview of industry

11

2.

SWOT ANALYSIS

12-13

3.

GENERAL INFORMATION

14-24

4.

5.

Introduction

15

History of the company

16

Organization structure

18

Time keeping system

19

Organization of company

20

Head office

21

Mission & Vision

22

Size of the unit

23

Forms of business organization

24

PRODUCTION DEPARTMENT

25-39

Introduction

26

Location of the unit

27

Raw Material

29

Production process

30

Production process in details

31

Products

36

Products details

37

Quality policy

40

MARKETING DEPARTMENT

41-52

Introduction

42

Product planning

43

Market segmentation

44

Advertising

45

Sales promotion

46

6.

7.

8.

9.

Pricing policy

47

Pricing objectives

48

Factors affecting pricing

49

Public relation

50

Distribution channels

51

Types of distribution channels

52

HUMAN RESOUCE DEPARTMENT

Introduction

54

Recruitment & Selection

55

Training & Management development

56

Wage & Salary administration

57

Job description

58

Performance appraisal

59

Grievance handling procedure

60

Welfare facilities

61

Industrial relations

62

Employees benefit & Services

63

FINANCE DEPARTMENT

64-69

Introduction

65

Financial planning

66

Capital structure

67

Management of fixed assets & Working capital

68

Financial sources

69

RESEARCH

70-74

Introduction on customer satisfaction level

71

Customer satisfaction details

72

Benefit of determining customer satisfaction

74

REVIEW OF LITERATURE

10.

53-63

75-81

Review of literature customer satisfaction level

RESEARCH METHODOLOGY

76
82-94

Introduction

83

Meaning of research

84

Definition of research

85

10

11.

Significance of research

86

Problem formulation

87

Research objective

88

Research design

89

Types of research

90

Sample design & Population & Sample size

92

Data collection

93

Limitation of study

94

DATA ANALYSIS & INTERPRETATION

95-112

Charts, Analysis & Interpretation

96

Statistical tests

111

12.

FINDINGS

113

13.

CONCLUSION

114

14.

ANNEXURE

115

15.

QUESTIONNAIRE

117

16.

BIBLIOGRAPHY

120

11

INDUSTRY OVERVIEW

12

BASIC OVERVIEW OF INDUSTRY

India is highly famous for the house of jewellery products in all over the word; particularly
Jamnagar is famous for its quality jewellery product in the word. There are so many jewellery
part firms situated in Jamnagar.
Vekaria engineering worksPvt. Ltd. is one of leading brass manufacturing companies situated
in Jamnagar. Vekaria is the biggest manufacture of solid jewellery machinery in India.
Company is widely spread in all over India. It has adopted Total Quality Management system
and they are an ISO 9001: 2008registered Company.
In the Vekaria Engineering, the manufacturing department is totally automated. They have
adopted all the latest technology for their day-to-day production of delrin rods.
Company is also paying their utmost attention to the marketing department. Company has
always adopted various advertising activities and sales promotion tools to increase their sales.
That is the reason the sales of the company has increased by 35 % from year 2002 to 2005.
Company is also efficiently handling the matters of the personnel. They find the solutions of
all the grievances very efficiently. Thats why there had been not a single strike in the history
of vekaria engineering works.
Now as far as finance department is concerned, it is headed by the MD himself, Mr
BhupendrabhaiShamjibhaiVekaria.He is very efficient in the financial matters of the
company. The financial department works on the concept of MBO. They set the targets in
advance and then plan accordingly to achieve the targets. For this they prepare various
statements like Cash Flow statement, Ratio Analysis, etc.

13

SWOT ANALYSIS

During this training at VEKARIA ENGINEERING WORKS PVT. LTD. I had come to know
the Strengths, Weaknesses, Opportunities, and Threats for the company and it is very useful
for a company to analyze them. Therefore, the SWOT analysis is presented here and the
suggestions for maintaining strengths and removing weaknesses are explained.

Strengths

SWOT Analysis

Opportunities

Threats

Chart No. 1 SWOT Analysis

STRENGTHS:

Well-maintained infrastructure.

Dedicated, Intelligent and Loyal staff.

On-line trading products.

14

Weaknesses

WEAKNESSES:
Less awareness in the market.
Time consuming process for account opening, resolving the problems of the
customers, etc.

OPPORTUNITIES:

Slope of stock market towards delivery based transaction.

Large potential market for delivery and intra-day transactions.

Open interest of the people to enter in stock market for investing.

THREATS:

Decreasing rates of brokerage in the market.

Poor marketing activities among the customers.

15

GENERAL
INFORMATION

16

INTRODUCTION

The origin of the legendary name VEKARIA in pioneering the manufacture of precision
Jewellery Machinery can be traced back to 1963. Through sheer hard work, dedication and
farseeing vision; Shri. ShamjibhaiRavjibhaiVekaria created innovative technologies, which
has made possible creating even intricate designs by using machines, which realized the
dreams of goldsmiths, the world over. This had been a boon to goldsmiths worldwide who
were under pressure to meet the demand for fast turnover of the latest design craze in
fashionable ornaments with hand tools.
Shri. ShamjibhaiRavjibhaiVekaria established a company called VEKARIAENGINEERING
WORKS on 5th December 1963, initially to cater to the needs of only the Indian goldsmiths.
But his consistency, capacity to work round the clock, dedication and untiring zeal to persist
continuous research and development has made Precision Vekaria Machines to go global.
Since then there was no looking back and VEKARIA marched ahead keeping pace with
modern technology. The irony is that, though initially the concept of manufacturing jewellery
manufacturing machinery had been only for the Indian market; the first ever sale of
VEKARIA faceting and milling machine combined
Double head had been to a customer in KUWAIT which incidentally, is still giving 100%
performance without the need for any after sales service due to 100% accuracy.
VEKARIA ENGINEERING WORKS took a major leap on 1st April 1989 to become a
PRIVATE LIMITED COMPANY and thus baptized as VEKARIAENGINEERING WORKS
PRIVATE LIMITED. Today Company proudly boasts 70% export to almost all the countries
in the world and 30% sale to the home market.

17

HISTORY OF THE COMPANY

The company on which I have prepared this report is 'VEKARIA ENGINEERING

WORKS PVT. LTD'.
On 1st April 1989. 'VEKARIA ENGINEERING WORKS' was transformed to
corporate structure & was then named as 'VEKARIA ENGINEERING WORKS PVT
LTD.

As company is Pvt. Ltd. company it covers a wide area sector, and also because it is a
company which manufacturers jewellery manufacturing machinery & machine tools.

From overall 100 % production 70 % produce is been exported to almost all major
countries, remaining 30% satisfies needs of domestic consumers.

Future oriented research & development, high demand on quality & intensive
exchange of ideas with well-equipped modern & sophisticated machinery to
manufacturing jewellery manufacturing machinery with latest technologies, which are
quintessential to achieve global quality standards.

The origin of legendary name of VEKARIA ENGINEERING WORKS in pioneering

&

manufacturing

of

PRECISION

JEWELLERY

MANUFACTURING

MACHINERY can be traced to 1963.

The founder SHRI SHAMJIBHAI RAVJIBHAI VEKARIA a visionary created

innovative technologies, which have made possible creating ever-intricate designs on
ornaments using machines. This was as a boor to goldsmiths who were under pressure
to meet the demand for fast turning of the latest design craze in fashionable ornaments
with hard tools.

SHRI SHAMJIBHAI RAVJIBHAI VEKARIA established a Co. VEKARIA

ENGINEERING WORKS.
18

1963

1989 -

Establishment of VEKARIA ENGINEERING WORKS

1st April of this yr. co. transformed its name to

VEKARIA

ENGINEERING WORKS PVT. LTD.

1999

SHRI SHAMJIBHAI RAVJIBHAI VEKARI received

BHARATIYA UDHYOG RATNA, which was given by BACHI
SING RAWAT, minister of state of Science & technologies.

19

ORGANIZATION STRUCTURE

Chairman

Personnel Secretary

Managing Director

Production & Planning

Manager

Administration Manager

Account
Manager

Purchase R & D

Production

Central Excise

Stores

Expert

Taxes

Raw Materials

Records

Machine Shop

Grinding

Assembly
Painting Bay
Dispatches

Power Point
Chart No. 2 Organization Structure
20

TIME KEEPING SYSTEM

A Vekaria industry is a precision jewellery machinery manufacturing industries. They are
very alert in time keeping system. Time keeping is a system by which one takes
attendance or workers records of their coming and going as well as records of their hours
of working the organization keep records.

There are two normal shifts in the vekaria industry:-

NO.

SHIFTS

TIME

First Shift

08:00 am to 12:30 pm

Second Shift

02:00 pm to 08:00 pm

Table No.1 Time Keeping System

LUNCH TIME: - 12:30 pm to 02:00 pm

21

ORGANIZATION OF COMPANY

Chairman

:-

Managing Director : -

Mr BhupendrabhaiShamjibhaiVekaria

HR Dpt.

:-

MR. MANOJ NAIR

Planning Department

:-

MR. R. R. JADWANI

Accounts / Finance : -

MR. N. K. KAPASI

Company Secretary : -

MS. SHILA SHAJMIBHAI VEKARIA

Address

:-

Mr ShamjibhaiRavjibhaiVekaria

Production &

Vekaria Engineering Works Pvt. Ltd.

Kishanchowk, Dwarkapuri Road,
Jamnagar 361 005
P. O. Box 1520

Contact No

:-

0091 (0288) 2551093, 2552093, and 2556293

Fax No

:-

0091 (0288) 2553093

Website

:-

www.vekaria.com

E-mail

:-

info@vekaria.com

22

HEAD OFFICE

Head Office
Mr.Bhupendra. S. Vekaria
Managing Director
P.O. Box 152, KishanChowk, Dwarkapuri Road,
Jamnagar
Gujarat
India
91-288-2551093
91-288-2553093

23

MISSION & VISION

We have seen the different objectives that the company has set to achieve in its business
operations that are of short term period. But, at the same time if the company wants to
achieve success for a longer period of time, it has to establish its mission and vision, these
statements refers to the longer working environment of the company.

Same way Vekaria Engineering Works has also determined several Mission and Vision for
the development of business operations. They are,

To manufacture and Exports consistently right quality Jewellery Machinery, customer

satisfaction by meeting their requirement at competitive price.

To understand and fulfill with quick response to the changing needs of the customer
from time to time.

Teamwork is emphasized to promote a high quality of life in the City through

professional services.

The networked leadership model (where each individual contributes technical,

management and leadership skills to the team) is prevalent.

Our professional staff has the opportunity to develop and receive recognition as
leaders within their fields of expertise;

Thorough regulatory and review processes are carried out efficiently and
responsively, resulting in positive customer relations.

24

SIZE OF THE UNIT

A company can be classified on the basis of size. There are four types of industries on the
bases of size in an economy. They can be named as under.

Tiny
industry

Small-scale
industry
Types of
industry
Medium Scale
Industry

Large Scale
Industry

Chart No. 3 Size of the unit

Vekaria Engineering is a Private Limited Company. It is a Small scale industry. Its total
investment in plant & machinery and in fixed assets is above Rs. 1 Crore.

25

FORMS OF BUSINESS ORGANIZATION

According to the form of business organization, the organization can be divided as follows:-

Propritorship

Partnership
Forms of Business
Organisation

Public Limited
Company
Joint Stock
Company
Private Limited
Company
Co-operative
Society

Chart No. 4 Forms of Business Organization

Vekaria Engineering works is a Private Limited Company. It is a Small Scale industry.

26

PRODUCTION
DEPARTMENT

27

INTRODUCTION

Production means

conversation & transformation of raw material to finished goods

production activity is directly affected to the cost of Production & thus the production
department is the most important department of every company or an organization.
Manufacturing Process invoices machinery as well as manpower.

The most imp. element of Vekaria Engineering Works is quality of the product which is
checked every now and then. This department comprise of a manager & staff which look
after procurement & maintenance & disposal of the material. Co. follows a computerized
store issue disputer system.

The production of a firm is concerned with the creation of a product or services required to
satisfy customer needs. In any business, suppliers are needed for product or service, it is
quite obvious that activities of production system must be related to the customer demand or
reflected in the continuous flow of order.

It is the most important department amongst the other departments of an organization.

Personnel department, finance department, marketing department are very much depended on
production department. Production means the conversion of raw materials into finished
products with the help of certain processes. Vekaria industry is a leading player in all its key
business of manufacturing brass products. In today modern world whole production
department is computerized and through machineries. Instead of wasting time for opening
file, document to get information regarding any product, just fit on computers and within few
minutes you can get detail information.

28

LOCATION OF THE UNIT

When a new industrial unit is to be established, the most important decision is to be made by
an entrepreneur. This decision relates to select the site at which manufacturing unit is to be
located. The process of locating any firm in a particular industry is called industrial location.
Location means selection of place for establishment of industry where the cost of production
is the lowest at the time of establishment.
This unit will be situated at kishanchowk, dwarkapuri road Jamnagar. So all the benefit
attached with the city are available to the firm. The second reason is that Jamnagar
dwarkapuri road is concerned with the industrial Zonal Area. Even the government of Gujarat
is continuously trying to mobilize the industrialization in this area.

Some points are there which should be taken into consideration while selecting the
location of the unit:-

1. AVAILABILITY OF RAW MATERIAL:-

Raw material is the basic need of any company to manufacture different products.
Any industry should be located where the raw material is easily available.

2. WEATHER CONDITIONS:-

Weather Conditions play an important role during the manufacturing process of some
particular companies. The weather conditions of Jamnagar are suitable for the
production process of jewellery manufacturing machine.

29

3. TRANSPORTATION FACILITIES:-

Location of an industry is essentially a question of moving various raw materials and

inputs from places of their source and moving finished product to different consumer
markets in the country or even to foreign markets. This means transport plays a vital
role in determining location of an industry.

4. LABOUR FACILITIES:-

Labour plays an important role in the manufacturing process of the company. In

Vekaria industry private limited mostly workers are working who are easily available
from the surrounding areas.

5. AVAILABILITY OF POWER:Electricity is the main source of an industrial energy or power at present and it cant
be easily transported from place to place. Not only electricity must be available in
sufficient quantities but that must also be at reasonable rates.

6. MARKETING:-

Marketing is very important now a day to survive in this tough competitive market.
The Marketing of its products is very wide.

30

RAW MATERIAL

There are eight types of raw materials are used in the vekaria Industry.

NO.

RAW MATRIAL

1.

Delrin rods

2.

Casting

3.

Mild steel

4.

S.s steel

5.

C.i casting

6.

E.n Series

7.

High carbon & high crom steel

8.

Other steel

Table No. 2 Raw Material

31

PRODUCTION PROCESS

It is fact that for the manufacturing of successive products, proper production department and
accurate with economic, production process is essential.

Production Process with Chart:-

Raw material

Grinding shop

Painting bay

Drawing

Assembly
shop

Electrical shop

Milling
Machine

Machine shop

Surface grinder

Store department

Packing records

Chart No. 5 Production Process

32

Treub (capstan)
Machine

PRODUCTION PROCESS IN DETAIL

Grinding Shop :

This is the most primary stage making a very primary part of the product. This
shop consist of many different mother machines such as :
-

Milling Machine :

Treub (capstan) Machine:

This machine is used for machining, turning, threshing, knurling, cutting, and
operations simultaneously. All there operations take minimum time as compared
to regular lathe.
-

Surface grinder :

This machine grinds the surface with the help of numerical controller. Which
increases life of machine.

Machine shop:

The second stage of production is machine shop. Here with the help of Horizontal Boring
Machine collets are produced. It does not only produces collets but also its multipurpose.

33

Painting bay:

This department does the work of painting & plastering different ready for machine
preparation, products.

Assembly shop:

Here the different products produced by different shops are assembled for preparing a
wholesome machine. This shop does the work of preparing a final machine by joining
different parts produced in different shops. This was the end of physical process of
production.

34

Electrical shop:

In this shop numerous design of machines as per software on made with the help of
CNC (i.e. Computerizes Numerically Controlled) machine.

Store department:

This department keeps the inventory as per reference nos. It also keeps the store of
different parts of the machine & machine itself. The machine after getting electrified
is kept here. As per reference number.

35

Packing records:

Now the goods are ready for dispatch, this department. gives out the ready for
dispatch goods. Here the goods are packed in cartoon by wrapping plastic strips,
metal strip, MS strips etc. as per requirement.

Production Planning & Drawing Department:

This department. does the work of R. & D. It also does the work of designing the
machine. This department. design the machine as per market requirement & customer
thus customer opt as per their utility.

36

Quality Department

The Research & Development of the company is the reason behind the group's phenomenal
success. Frequent quality analyses and product development of 'VEKARIA ENGINEERING
WORKS' ensure that the group's hard gained reputation & maintained it till now. Highly
sophisticated testing and quality control equipments help not only in meeting the exact
quality of the products, but also to meet the changing requirements of the society by
producing new & better products. Being long aware that quality plays a vital role in
acceptance of product company being a monopolist in the market, the companies mgt. has
focused on the quality from very beginning. This involves the whole co. in all jobs at all
levels.
Quality control is maintained by an independent quality assurance department, which
performs at all levels of production assembly & even at final stage of dispatch.

Power plant

This is the plant installed by the company the energy consumed in this company i.e. in office as
well as production and every other dept. is produced over here. And thus the company does
not have to depend on GEB or government for the consumption of the electricity.

37

PRODUCTS

38

PRODUCTS DETAILS

1) Bangles and Ring Turning Machinery:Bangle and Ring Turning Machine is a motorized turning machine. Bangle and Ring turning
machine is designed for both the inside and outside turning of solid Bangle and Rings. This
turning machine is ideal for turning solid metal bangles and rings in half round or V shape or
for making the inside edges round and smooth. Bangle and Ring turning machine uses
standard type diamond tools which are used with diamond faceting machine. It is supplied
complete with NYLON collets. For inside turning of Bangles, 25 pieces of various size
collects from 2" to 2.75" are supplied and for outside turning 13 pieces collets are
supplied. For rings, 20 pieces inside and outside turning nylon collets are supplied in ring
size 10 to 30 with suitable socket and mandrel.
2) Bangle and Ring Sizing Machine:This is a compact table top machine designed to increase/decrease size and level of the
bangles and rings accurately. An additional feature has been developed to reduce the size of
bangle named reducer device, which reduces the sizes maintaining original finish in-tact.
Specially designed retrieving device facilitates the work manifold and saves time wasted in
levelling and removing sized bangle/ring every time.
This device has three operational functions namely;
1. On first stoke bangle/ring is levelled.
2. On third reverse stroke the bangle/ring is retrieved automatically thereby the
production increases manifold.
3) Strip Cutter with Motor and Machine Stand:The unique feature of this machine is sizing metal to precise dimensions which is adjustable
with steel cutting edges without changing the blades. The most important specification is the
possibility of adjusting the distance between the two cutting blades by means of a knob. For
setting dimension a measuring scale is fitted with a pointer. This machine is equipped with
flat-support making easier the cutting linearity having both sides perfectly trimmed. This
machine is also available with manual operation.

39

4) Wire & Sheet Rolling Mill Single Roll Head:These are table top compact sturdy portable light duty Wire and Sheet rolling mill
single/double roll head machines most idea for sun size Jeweller Workshops and training
institutes. Rollers made of high alloy steel are hardened and ground. The special transmission
joints transmit full power to the rollers when opening to maximum aperture at same torque.
Robust construction make these motorized rolling mills a unique noiseless machines for
application

of

high

accuracy.

Rollers are supplied as per the choice of customers either grooved for wire or plain exclusively
for

sheet

or

both

combined.

Extra rollers (Garedi) as per customers requirement could be provided as an optional

accessory.

5) Bangle and Ring Profiling Machine:This is a compact table top designed machine to profile bangle/ring in any shape. It has
additional facility to operate manually Precision depth setting device to control gauge, profile
and diameter. Only single roller set is required to profile bangles from 1 & inch to 3
inches. Special roller set can be made on customers request.

6) Tube Forming Machine with Motor & Machine Stand:This is uniquely designed machine which converts strip of metal into hollow tubing, offering
a wide variety of cross-section shape and sizes. This is a machine technical breakthrough,
easy operation using dies. The process is accomplished economically, in a simple, rapid, and
precise manner saving time and materials. There is almost no limit to the variety of styles
which can be produced with this unique Tube Forming Machine. This unique tube forming
machine can give hollow tubes with all possible shapes and sizes, rapid and effective, rolls up
the metal on the appropriate mandrel instantaneously. By interchanging only draw-dies and
mandrels, a large range of bangles, earnings and necklace could be achieved.

40

7) Wire & Sheet Rolling Mill Combined Roll Head:These are table top compact sturdy portable light duty Wire and Sheet rolling mill
single/double roll head machines most idea for sn size Jewellery workshops and training
institutes. Rollers made of high alloy steel are hardened and ground. The special transmission
joints transmit full power to the rollers when opening to maximum aperture at same torque.
Robust construction make these motorized rolling mills a unique noiseless machines for
application of high accuracy. Rollers are supplied as per the choice of customers either
grooved for wire or plain exclusively for sheet or both combined. Extra rollers (Garedi) as per
customers requirement could be provided as an optional accessory.

8) Wire Drawing Machine Six Pass:The design of this wire drawn machine has been streamlined and equipped with a friction
coupling to submit the wire coming through the drawing die to a constant traction strength,
although allowing for considerable speed variations. In order to obtain higher output the
machine is also equipped with a continuous automatic lubrication of the drawing dies.

41

QUALITY POLICY
The Junior VekeriaMr.Bhupendrabhai who took over the reins as managing director as a son
of ShriShamjibhaiRavjibhaiVekaria, introduced the Japanese 'kaizen' system of work mgt.
with motto of QCD (high Quality, low Cost, timely Dispatch)

The Company is bound to get full satisfaction of their customers. And the company will
achieve the satisfaction of their customers by providing quality of product & service
'VEKARIA' has been providing quality products through

Innovations and self sustained technical service.

An in - house quality control.
Dedicated technical
One of the key factors to companyssuccess lies in their efficient after sale service.

42

MARKETING
DEPARTMENT

43

INTRODUCTION

Marketing is the wide-term, it doesn't merely include the efforts, which affect transfer in
ownership of good and care for their physical distribution. But it is a total system of
interacting business activities designed to plan, price, promote and distribute wants
satisfying products & services to present and potential customers. It represents a distinct
philosophy of business that has emerged over the recent years is, the purpose of any business
is

TO CREATE A CUSTOMER

Thus, the modern concept of mktg. focuses on the 'Consumer' and the satisfaction of
his needs. That's why modern marketing is said to the 'consumer oriented' in its approach.

As VEKARIA ENGINEERING WORKS DOES NOT PRODUCE direct consumer

product & thus it does not need much marketing. However it has its monopoly not only in
India but all over the world & so its customers contact them directly without any marketing
techniques.

44

PRODUCT PLANNING

Planning means looking ahead. It consist in determining the objectives & position we want to
achieve 7 the obstacles that are likely to incursion in doing it.

Product planning includes three basic decisions.

(1)

Development & Introduction of new product.

(2)

Modification of existing products.

In case of Vekeria product planning is done through the coordinated efforts of Director.

Mr.ShamjibhaiVekaria
Mr.BhupendrabhaiVekaria

and the coordinated efforts of all the heads of the department.

Even while deciding different models they first find out the target customer, accordingly
decisions regarding size, working capacity promotion activities etc. are taken.
Quality & customer satisfaction are their main aim"

45

MARKET SEGMENTATION

Marketing segmentation is the task of sub dividing a market into distinct subsets of
customers where any subsets may conceivably be selected as market target to be reached with
a distinct of marketing mix.
Market is divided on the various factors like location of consumer, income of the consumer,
education, occupation, age etc. In other words forming group of buyers and segmenting the
market is known as market segmentation. Market segment can be identified by examining
demographic, psychographic, and behavioral differences among buyers.

It depends on the company to decide which part of the market segment they want to serve for
their and customers benefits. Usually firm decides to serve that market segment for which it
has resources available.

VEKARIA ENGINEERINGhas identified different market segmentation based on the use of

their products. The products of the company can be used by different target market in the
different ways.

46

ADVERTISING

Today is the era of information revolution. Without informing the customer businessmen
cant service. There are many tools of communication like by introducing sales promotion
activities, personal selling, advertising, publicity, etc. Advertising is one of the most crucial
part of promotion mix.

It can be defined as, any paid form of non-personal, communication of ideas, goods or
services by business firms identified in the advertising massage intended to lead to a sale
immediately or eventually.

In such a situation it becomes the Ultimate responsibility of the concern to come out with an
advertise which is unique in itself. It should use various medias for advertising. Its product in
order to capture market share. There are various medias used by Vekaria for advertising the
product.

(1)

Leading newspaper

(2)

Magazines

(3)

T.V.

47

SALES PROMOTION

Sales promotion activity helps in promoting the sales of the concern effectively. More &
more promotion activities are required to induce the consumers to purchase more & more
product the demand.
Achieves its objective of Capturing large market share through sales promotion activities by
Providing a no. of incentives, mostly short term, designed to stimulate quicker / or greater
purchase of a particular product by trade.

Does not prefer sales promotion at consumer level as they believe that consumer cannot be
surely availed of these incentives because of corruption of middlemen. Thus it adopts sales
promotion for dealers only.

48

PRICING POLICY

Pricing is a very critical decision in marketing mgt. the ultimate aim of the org. is to earn
profit which is very much depends upon the correct price decision. As price is the only
element in the marketing mix that creates sales revenue : the other elements are cost. so
determination of price of product is complex task. There are various methods available which
help in deciding the prices of the products such as going rate pricing, customary cost plus
pricing & so on.

It also takes into account the pricing objectives & distribution charges, while fixing the
prices. Here, monopoly becomes an advantage while fixing price as the Co. does not have to
take into a/c. the competitor's or any others price. As there are no competitors of this
Company.

49

PRICING OBJECTIVES

Every marketing activity - including pricing should be directed toward a goal. Thus
management should decide on its pricing objective before determining the price itself.

To be useful, the pricing objective management selects must be compatible with the overall
goals set by the company and the goals for its marketing program.

FOLLOING ARE THE MAIN PRICING OBJECTIVES

1. Profit oriented:

To achieve a target return,

To maximize the profit.

2. Sales oriented:

To increase sales volume,

To maintain or increase market share.

3. Status quo oriented:

To stabilize prices,

To meet competition.

VEKARIA ENGINEERING PVT LTDis having objective of pricing which combines all the
above mentioned objectives.

50

FACTORS AFFECTING PRICING

Knowing the objective of its pricing, a company then can move to the heart of price
management: determining the base price of a product. Base price refers to the price of one
unit of the product at its point of production or resale. This price does not reflect discounts,
freight charges, or any other modification such as leader pricing and value pricing.

The same procedure is followed in pricing both new and established products. Pricing an
established product usually is less difficult than pricing anew product, however, because the
exact price or a narrow range of prices may be dictated by the market. Other factors, besides
objectives, that influence price determination are mentioned below.

FACTORS AFFECTING PRICE:-

1. Goal of the organization,

2. Cost of the product,
3. Competition,
4. Types of buyers and their purchasing power,
5. Distribution channels,
6. Government controls,
7. Quality of the product,
8. Service,
9. Demand and supply.

51

PUBLIC RELATION

Publicity is referred to as non-personal stimulation of demand for a product, service or

business unit by planting commercially significant news about it in a printed medium or
obtaining favorable presentation of it upon radio, television, or stage that is not paid by the
sponsor.
Many author use the term public relation instead of publicity for this tool of promotion
mix. Public relations is the deliberately, planned and sustained effort to establish and
maintain mutual understanding between an organization and its publics.

OBJECTIVES OF PUBLICITY OR PUBLIC RELATIONS:

To create awareness among publics of the companys productive services or

performance.

To build companys credibility and image.

To motivate and help distributors and channels members.

To save promotion cost.

VEKARIA ENGINEERING also takes part in trade fair and industrial exhibitions in order to
keep good public relations with general public and with its customers also.

52

DISTRIBUTION CHANNELS

A manufacturer or supplier may sell or supply the product directly to consumer or end user in
ancient times. But in present world markets are so big that it is very difficult for producer to
sell his products directly to its consumers. Here the need of various intermediaries arises.
These are the persons who make easier selling of the product.

Distribution channel means employed by manufacturers and sellers to get their products to
the market and into the hands of the users. It is through intermediaries like, wholesalers,
distributors, and dealers etc.

We can define distribution channel as below:

Marketing or distribution channels refer to an organized network of interconnected
organization and agencies involved in the process of making a product or service available to
customer or end user.

53

TYPES OF DISTRIBUTION CHANNELS

Distribution, in the marketing content, is the process of making the product or services
available to the consumer and involves to the end users. Marketing intermediaries work as a
link between producers and users and fill the gaps between the producers and the end users.

The different types of channel of distribution are:

0 level - Manufacturer to customer

1 level - Manufacturer to Wholesaler/Retailer to Consumer

2 level - Manufacturer to Wholesaler to Retailer to Consumer

3 level - Manufacturer to Wholesaler to Agents to Retailer to Consumer

54

HUMAN
RESOURCE
DEPARTMENT

55

INTRODUCTION

Personnel management is the direction and co-ordination of human relations in the business
organization. Its main objective is maximum output with the minimum use of physical and
mental effort of labour force.

In the words of American society of Personnel Administration,

Personnel Management is an art of acquiring, developing and maintaining the competent
work force in such a manner as to accomplish with maximum efficiency and economy the
functions and objectives of the organization.
Any organization needs basically six inputs to run the organization smoothly. They are man,
money, machine, market, material and method. Output of these human resources is the most
important inputs.

They differ from other inputs like feelings, emotion, and sense of job satisfaction, motivation
etc. The personnel function can be broadly defined as Management of people at work.

56

RECRUITMENT AND SELECTION

Recruitment is the process of searching for prospective employees and stimulating them to
apply for jobs in the organizational.
Selection involves choosing the most suitable personnel for employment.
It is essential that the right man should be recruited at the right place. Therefore recruitment
has been regarded as the most important function of personnel department. The best
recruitment procedure is good for the development of the organization. All the companies use
different sources of recruitment in different ways.

Just like this, VEKARIA ENGINEERING PVT LTD selects its employees with necessary
skills after checking their physical and mental ability towards the work.

57

TRAINING AND MANAGEMENT DEVELOPMENT

Training starts after the recruitment of the employee. Training process through which
employee are made capable of doing the job prescribed to them. According to Flippo,
Training is the act of increasing the knowledge and skill of an employee for doing a
particular job.
The purpose of training is to achieve a change in the behavior of those trained and to enable
them to do their jobs in a better way. The training will acquire new manipulative skills,
technical knowledge, problem solving ability or attitude etc. training is not a one step process
but it is a continue process. It is necessary in every unit.

In, VEKARIA ENGINEERING PVT LTD workers are given training when they join the
firm. The period continues for minimum 15 days. They give training during the working
period. A supervisor gives training to workers.

58

WAGE AND SALARY ADMINISTRATION

Wages are the compensation of wage earner, the numerous employees who are the tools and
equipment of their employers to produce goods and services that are sold by their employees.

Salary means the amount which is paid to earn by managers, supervisors and skilled persons
is called salary. It is closely related to wages.

Every man doing certain job for equal purpose i.e. to earn money. In this world without
money a man can not live properly and to live a comfortable or regular life and to satisfy their
basic needs a man needs money. VEKARIAENGINEERING pays wages to the workers as
per government regulation act. There are many workers whom company pays minimum Rs.
5000 to maximum Rs. 10,000 per month.

59

JOB DESCRIPTION

The data collected through job analysis provides the basis for preparing job descriptions and
job specifications. Job description is a fictional definition of what the job entails. it is
descriptive in nature and defines the purpose and scope of job.

Job description is the organized and real prospectus of duties and responsibilities of any
specific job. It is a broad statement of the purpose, scope, duties and responsibilities of a
particular job. Therefore it is very descriptive in nature and contains a record of the
appropriate and authorized job contents.

Success of VEKARIA ENGINEERING from last few years tells how the jobs of the
employees and executives are described that they are taking well enough responsibilities and
completing with the confidence.

In VEKARIA ENGINEERING PVT LTD job description is only for major level. This
method is directly related with the job level management it provides standards and objective
to establish. In BEPL return job description is not available.

60

PERFORMANCE APPRAISAL

The employee work hard in the company in order to get higher wages. Therefore, in order
to know how they work there are different programmes carried out. These programmes
are known as performance appraisal programmers. These programmes help the company
and workers to know how they work. Do they needed any change in the working
technique or not are known through any change in the working technique or not are
known through the performance and appraisal programmes.

Vekaria industry always carried out different appraisal programmes so as to make any
change in the employment or it system of employment, if required.

Here at Vekaria, the performance appraisal is done on monthly basis by the supervisor.
The supervisors keep a watch on his ten workers and they prepare a note on every worker
under his supervision. He gives grades without any bails and then these grades without
any emulated at the end of the year.

61

GRIEVANCE HANDLING PROCEDURE

Grievance is any discontent or dissatisfaction, whether expressed or not, whether valid or not,
arising out of anything connected with the company which and employee thinks, believes or
even feels to be unfair, unjust or inequitable.

Though management tries its level best to take utmost care of its employees, there may
sometimes arise dissatisfaction among the employees regarding wages, allowances, and
conditions of work which may ultimately lead to grievances.
These problems must be solved before they have any adverse effect on the working of the
unit.

In Vekaria there prevails atmosphere of unity & co-operation. All employees are treated as
family members. So there has no such problems raised in Vekaria.

62

WELFARE FACILITIES

Welfare Facilities are those facilities that are provided by the employers, government, trade
unions to their employees. These are the facilities that works like motivation to the
employees, they do not result in any extra benefits to them, but in absence of such facilities
the employees will be dissatisfied and accordingly the productivity of the company also
declines.

To win the faith of employees, Toshee has provided some welfare facilities to its employees,
which are as follows.

MEDICAL FACILITIES:-

The management board provided medical facilities to its employees. Company provides first
aid treatment to its workers at the time of accident in the company.

UNIFORM FACILITY:-

Vekaria also provides uniform, glows to its employees, which are of cotton materials. None
of the workers are seen without their uniform in the company arena.

INSURANCE FACILITY:-

Company has taken the insurance of each of its workers. So, the worker will get some amount
of compensation on any type of accident that may take place in the factory.

63

INDUSTRIAL RELATIONS

Progress, prosperity and happiness of people are being achieved in peace only. Similarly
peace in industrial world is necessary for growth and enhancement. Good relations between
workers and management are only one factor, which can establish peace in any industrial
organization.

Employers

Employers
Association

Industrial
Relation

Employees

Trade Unions

Chart No. 5 Parties to Industrial Relation

Vekaria has created a good relationship between the management and its employees. It also
appreciates their work to improve their morale. Vekaria has a good understanding between
the management and workers to co-operate with each other, to maintain best industrial
relation and to avoid all possibilities of disputes. The company looks after their employees
and provides all possible facilities, which satisfy them in all way.

64

EMPLOYEES BENEFIT AND SERVICIES

As finance is the life blood of business in the same way employees are heart of industry.
Without employees no industry can produce different products. All established factories have
to perform welfare activities. It increases employees morale and loyalty towards company
itself.

The services and benefits provided by Vekaria Engineering Pvt. Ltd. to its employees are as
follows: The firm gives spectacles for safety to eyes.
The firm gives 20% of salary in hours.
Friday is an off day in the firm.
The firm pays half amount of employees tea and other coffee.
The firm gives gift on Diwali and other festivals.
The firm gives medical allowance.
The firm gives education allowance for their childrens.
The firm gives bonus to all the workers.

65

FINANCE
DEPARTMENT

66

INTRODUCTION

Finance is the main nerve of the business. A business cannot commence without finance.
Finance can be said the blood or the life line of business. Finance is the pre requisite for
starting and running the business. Any business cannot work without finance. Money is the
main element for the very existence of the firm. The sources of finance are limited. Finance
manager has to take careful steps while deciding the requirements and the sources available.

The Debt and equity mix should be fixed in such a way that the firm can earn the expected
profits to achieve the desired goals.

The financial management team is therefore assigned the task of planning and controlling the
long term and short-term financial needs in order to achieve the objectives with the limited
funds. So finance is the important element of business.

67

FINANCIAL PLANNING

Finance is an essential part of business. Before raising capital it is essential to make estimates
for long-term and short-term financial needs. In the absence of correct estimate the business
may suffer either from inadequate or from excess capital. So the financial estimates should be
such that all financial needs are properly satisfied. Financial planning is required at every
step, even at the time of commencement, expansion, alteration etc.

Financial Planning therefore includes:

(1)

Estimating the amount of capital to be raised.

(2)

Determining the form and proportionate amount of securities.

(3)

Laying down the policies as to the administration of the financial plan.

In VEWPL the chief financial decision maker, MR. N.K.Kapasi plans all the financial affairs
of the firm. He takes all the major decision with the help of all other directors and
accordingly decides how much finance should be got & through which source.

Finance is an essential part of business, before raising capital it is essential to make estimates
for long term and short term financial needs.

68

CAPITAL STRUCTURE

Capital structure refers to the proportion of different kinds of securities raised by a firm as
long-term finance. According to C.W. Gerstenberg, The types of securities to be issued and
proportionate amounts that make up the capitalization is known as capital structure or
financial structure.
TYPES OF SECURITIES
(1) Equity shares
(2) Preference shares
(3) Debentures
(4) Long-term loans

We are not provided such information from VEKARIA ENGINEERING PVT. LTD. as it is
not necessary for it to disclose any type of financial information.

69

MANAGEMENT OF FIXED ASSETS AND WORKING CAPITAL

MANAGEMENT OF FIXED ASSESTS:-

The selection of various fixed assets is required to create the desired production facilities and
the decisions as regards determination of the level of fixed assets are primarily the task of the
production people. Thus, management of fixed assets is of vital importance to any
organization.
Fixed assets, also known as hard assets, include the long-term assets of a business that have a
life expectancy of more than a year. The tangible fixed assets of a business include land and
buildings, machinery and vehicles, while the intangible fixed assets include goodwill, patents
and franchise rights. You record fixed assets on the balance sheet and reflect the overall
worth of your business.

MANAGEMENT OF WORKING CAPITAL:

In simple words working capital refers to that part of the firms capital which is required for
financing short term or current assets such as cash, debtors, inventories and marketable
securities.

70

FINANCIAL SOURCES

The Sources to procure finance are many. The commercial world is dynamic and ever
changing. Due to the rapid economic development of the country it is how getting easy to
obtain finance from outside. There are various long term as well as short-term sources,
ownership & borrowed source etc.

It is the task of the firm to selects the best suited source of finance for the firm. Keeping in
view factors, such as nature of product, market condition, sales of the product, etc.

In Vekaria Engineering Pvt. Ltd. the internal sources of finance:-

Profit funds,
Short-term loans,
Share funds, etc.

In Vekaria Engineering Pvt. Ltd. the external sources of finance:-

Banks,
Financial institution,
Other firm, etc.

71

RESEARCH

72

INTRODUCTION ON
CUSTOMER
SATISAFACTION LEVEL

73

CUSTOMER SATISFACTION

SATISFIED CUSTOMER IS THE REAL ASSETS OF THE BUSINESS

A Customer is the most important part of any business. Customer is one kind of Human being
which has attitudes, feelings, vision. Customer is a person who comes to us with his needs
and his wants. It is our job to fill them. Satisfaction of customer is primary requirement of
any business. A customer deserves the most courteous attention we can give him. He pays us
Money as part of payment of anything. Without such kind of payment we would have to
close our doors. So we must remember this.
Whether the customer is satisfied after purchase depends on the offers performance in
relationship to the customers expectations, and whether the customer interprets any
deviations between the two. In general, Satisfaction is a persons feelings of pleasure or
disappointment that result from comparing a products perceived performance (or outcome)
to their expectations .If the performance falls short of expectations, the customer is
dissatisfied. If the performance matches the expectations the customer is satisfied. If the
performance exceeds expectations the customer is highly satisfied or delighted. Customer
assessments of product performance depend on many factors, especially the type of loyalty
relationship the customer has with the brand. Customers often form more favorable
perceptions of a product with a brand that already feel positive about.
Although the customer-centered firm seeks to create high customer satisfaction. That is not
its ultimate goal. If the company increases customer satisfaction by lowering its price or
increasing its service, the result may be lower profits. The company might be able to increase
its profitability by means other than increased satisfaction.(e.g.by improving manufacturing
processes or investing more in R&D). Also, the company has many stakeholders including
dealers, suppliers, and stockholders. Spending more to increase customer satisfaction might
divert funds from increasing the satisfaction of other partners .Ultimately, the company
must operate on the philosophy that it is trying to deliver a high level of customer satisfaction
subject to delivering acceptable levels of satisfaction to the other stakeholders, given its total
resources.

74

A Company would be wise to measure customer satisfaction regularly, because one key to
customer retention satisfaction. A highly satisfied customer generally stays loyal longer, buys
more as the company introduces new products and upgrades existing products, talks
favorably to others about the company and its products, pays less attention to competing
brands and is less to serve than new customers because transactions can become routine.
Greater customer satisfaction has also been linked to higher returns and lower risk in the
stock market.
How can we measure Customer satisfaction level?
A number of methods exist to measure customer satisfaction. Periodic surveys can track
customer satisfaction directly and also ask additional questions to measure repurchase
intention and the respondents likelihood or willingness to recommend the company and
brand to others.
E.g. X brand product is sold to 50 customer and their opinion regarding X brand is taken.
Following result we can get:
Customers Satisfaction level of X Brand
Particulars

Percentage (%)

Satisfied customers

55

Somewhat satisfied customers

25

Dissatisfied customers

20

Table No. 3 Customers Satisfaction level of X brand

Requirement of Customers Satisfaction:
Customer Satisfaction involves determining the degree to which a companys products or
services meet the requirements of the end user. Without the customer Satisfaction it is
impossible for any business to sustain itself.

75

BENEFITS OF DETERMINING CUSTOMER SATISFACTION

1. Loyalty:
A highly satisfied customer is a loyal customer. It means he is loyal to the whole business and
will not go any other.

2. More and Repeat Purchase

A highly satisfied customer will purchase more and more from only one place. He will not go
any other place for purchase same kind of product and purchase more and more only from
one place.

3. Referrals:
A highly Satisfied Customer tells their family and friends about the product or services and
will by this way they increase customer for business.

4. Retention:
A Highly satisfied customer is less likely to switch brands. They do not like to change their
preference regarding other brand. They like same kind of brand.

5. Decrease Cost of Sale:

A highly satisfied customer is loyal to business so cost regarding sale of product can be
decreased and cost relating to advertisement also can be decreased.

6. Ready to pay more for same product:

A Highly satisfied customer does not change their preference due to increase in the price of
the product or brand they pay more although price increase or decrease. There does not fall
any kind of effect in the mind of the customer relating to price.

76

REVIEW OF
LITERATURE

77

REVIEW OF LITRETURE CUSTOMER SATISFACTION LEVEL

1. Berry (Bart Allen) and Brodeur between 1990 and 1998 defined ten 'Quality
Values which influence satisfaction behaviour.
Because satisfaction is basically a psychological state, care should be taken in the effort of
quantitative measurement, although a large quantity of research in this area has recently been
developed. Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998 defined
ten 'Quality Values' which influence satisfaction behaviour, further expanded by Berry in
2002 and known as the ten domains of satisfaction. These ten domains of satisfaction include:
Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental
Teamwork, Front line Service Behaviours, Commitment to the Customer and Innovation.

2.Parasuraman, Zenithal and Berry (Leonard L) between 1985 and 1988

provides the basis for the measurement of customer satisfaction.

Work done by Parasuraman, Zenithal and Berry (Leonard L) between 1985 and 1988
provides the basis for the measurement of customer satisfaction with a service by using the
gap between the customer's expectation of performance and their perceived experience of
performance. This provides the measurer with a satisfaction "gap" which is objective and
quantitative in nature. In 1986; Gibe man and Demone estimated that over half of all public
service dollars were spent on purchasing services (cited in Peat & Costly, 2000). They have
also been increased calls for accountability of outcomes and processes in the human services
field (Bachman, cited in Selber&, 2000). This includes pressures not only to measure quality
services, but also to manage them from a customers point of view (Moore, Kelly, &
Lauderdale, 1998). This trend is likely to continue and grow (Wagenheim&Reurnik, 1991).
Project design in the human services field has often has traditionally been based upon the
medical model, but the customer-oriented shift has expanded the roles and participation of
customers (Selber& Streeter, 2000).

78

3. Suresh hander, Rajendran, & Kamalanabhan, 2001; Berry, 1980, customer

satisfaction is to clearly identify the nature of the organizations business.
The primary issue with developing an operational definition with the specific components of
customer satisfaction is to clearly identify the nature of the organizations business. This
further extends into the effective collection, analysis, and application of customer satisfaction
information. Services and products are the two major orientations of business. Products also
referred to as goods, are the physical output of a business. These are tangible objects that
exist in time and space. These are first created, then inventoried and sold. It is after purchase
that these are actually consumed (Suresh hander, Rajendran, & Kamalanabhan, 2001; Berry,
1980).
The message is obvious - satisfied customers improve business and dissatisfied customers
impair business (Anderson & Zemke, 1998; Leland & Bailey, 1995). Customer satisfaction is
an asset that should be monitored and managed just like any physical asset. Therefore,
businesses that hope to prosper will realize the importance of this concept, putting together a
functional and appropriate operational definition.

4. McColl-Kennedy & Schneider, 2000. This is true for both service-oriented and
product-oriented organizations (Suresh hander, Rajendran, & Kamalanabhan, 2001).
Satisfaction dimensions are developed from the previously identified requirements. These are
the specific components that make up the requirements. For example, if a customer and
organizational requirement is for customer service, the satisfaction dimensions may include
interactions, timeliness, and responsiveness. These are the clusters that define the
requirements (Hayes, 1998).

Critical incidents are the specific operations that relate to the satisfaction dimensions. These
are often the concrete and measurable behaviours and actions of employees, groups, or
organization. This may also include policies, procedures, and protocols in place within an
organization (Hayes, 1998).

79

5.The conceptual frame work suggests Berger satisfies people with different elements
such as: Quality, Brand Positioning, Price and Availability.
Quality:Ensures an organizations-wide approach to understanding precisely what customers need and
consistently delivering accurate solutions within budget, on time and with the minimum loss
to society. In here for Breathe Easy is one of the examples from many of its products Berger
has been able to ensure that to the customer. In the paint market it has above 50% market
share at present and has been able to retain that over the years for ensuring the promised
quality to its customer. Berger is the top brand of Bangladesh and everyone customer or not
knows it is a top notch quality brand.

Relation of customer satisfaction and quality:Customer loyalty is a major strategic objective and focus in marketing. It has been suggested
that brand reputation is a major driver of customer loyalty, and hence companies seek to
increase the equity of their brands. Quality affects not only customer satisfaction, but also the
reputation of the brand. Thus, both brand reputation and customer satisfaction are important
determinants of customer loyalty. The interaction between these two drivers of customer
loyalty has, however, been neglected in the literature. Present a theoretical model which
integrates quality, brand reputation, customer satisfaction and loyalty. The model is tested in
four industries, covering both business-to-business markets and private customer markets.
The findings suggest that companies should monitor and improve both customers satisfaction
and brand reputation..
Brand positioning:Brand positioningis to place a brand where it is clearly distinguishable from competitors
brand on the market. The principal aim is to ensure that the brand occupies a unique position
on the market and that it is endowed with a precisely defined profile with clear-cut contours.
The basic idea underlying this analysis is that consumers' perceptions of the various brands
can be conceived as a multidimensional space in which individual brand are positioned.

80

Brand image:Ithas been an important concept in consumer behaviour research since the early 1950sAn
important aspect of a brands position different the brand is perceived to be in comparison
with other brands in the product category. For positioning a new brand, especially one that is
in some way different from present brands in the category, several choices are available to the
marketer. The idea of Brand positioning can mean many things. It could refer to where a
brand is seen in a category relative to its competitors it could refer to the benefits or images
associated with a brand. Kotler has defined it in terms of enabling a brand to occupy a distinct
and valued place in the mind of target consumer. All these meanings are important and must
be considered when thinking about how to specifically position a brand.
It is to be successful a brand must occupy consideration set.
First, the marketer can choose to position the brand within the overall market as a
differentiated product. With the strategy, the brand is positioned so that it is seen as sharing
important attributes or product characteristics with other brands in the category and as being
superior on the differentiating or distinguishing attributes (Dickson and Ginter 1987)
A second strategy, also based on differentiating the brand from other brands, involved an
attempt to create a separate submarket or niche for the new brand. With this strategy, an
attempt is made to set the brand apart from the general category rather than to position the
brand within the overall market as in the first strategy.

Pricing:

Strategies can be complex; the basic rules of pricing are straightforward:

All prices must cover costs and profits.

The most effective way to lower prices is to lower costs.

Review prices frequently to assure that they reflect the dynamics of cost, market
demand, response to the competition, and profit objectives.

Prices must be established to assure sales

Every product comes with a price and Berger is no different than that. The main
objective of Berger is to provide such product which has value with the cost of it. The
product is costly but customer pays well when they know what they are getting in return.
81

Customer satisfaction and price tolerance:Customer satisfaction is a post hoc evaluation of consumption experience( Oliver 1980) A
customer satisfaction evaluation can be quit specific in nature-a specific subset of experience
such as a single transaction and/or particular attribute- but may also be cumulative, based on
all previous experience with a good or service (Anderson and Fornell, 1993) As the purpose
of this study is to investigate buyers price tolerance- the maximum price increased satisfied
customer are willing to pay or tolerate before switching it seems natural to focus on
cumulative customer satisfaction. Cumulative customer satisfaction as opposed to satisfaction
with a specific transaction or product attribute should provide a more accurate deception of
the net or marginal value customer attached consumption of the future of a good or service.

Product distribution or place:It is one of the four elements of the marketing mix.Distribution is the process of making a
product or service available for use or consumption by a consumer or business user, using
direct means, or using indirect means with intermediaries. In here Berger Breathe Easy
distribution process is simply to supply the dealers with any amount of paint tins they request
for and then purchase self space where their product will be placed and leave the rest to the
dealers to conduct sales. They ensure any dealers requesting their product has it available as
soon as possible up for sale. Both urban and rural areas are on their reach they have fleet of
transportation for deliver their products. Mostly Breathe easy is available in urban areas
which is at all the main cities, towns and at high end areas.

6. School of Economics, Tianjin University of Commerce, Tianjin, China, 300134

Customer satisfaction has been a popular topic in marketing practice and academic research
since Cardozo's (1965) initial study of customer effort, expectations and satisfaction. Despite
many attempts to measure and explain customer satisfaction, there still does not appear to be
a consensus regarding its definition (Giese and Cote, 2000). Customer satisfaction is typically
defined as a post consumption evaluative judgement concerning a specific product or service
(Gundersen, Heide and Olsson, 1996). It is the result of an evaluative process that contrasts

82

repurchase expectations with perceptions of performance during and after the consumption
experience (Oliver, 1980).
The most widely accepted conceptualization of the customer satisfaction concept is the
expectancy disconfirmation theory (McQuitty, Finn and Wiley, 2000). The theory was
developed by Oliver, who proposed that satisfaction level is a result of the difference between
expected and perceived performance. Satisfaction (positive disconfirmation) occurs when
product or service is better than expected. On the other hand, a performance worse than
expected results is dissatisfaction (negative disconfirmation).

7. Literature Review on Customer SatisfactionGiven By Author Ronald (Saturday,

26th June 2010, Sweden)

Customer satisfaction is addressed as a strategic business development tool.

Customer satisfaction does have a positive effect on an organization's
profitability, satisfied customers form the foundation of any successful business
as customer satisfaction leads to repeat purchase, brand loyalty, and positive
word of mouth. Satisfied customers are most likely to share their experiences
with other people to the order of perhaps five or six people. Equally well,
dissatisfied customers are more likely to tell another ten people of their
unfortunate experience. Research has demonstrated that even a difference
between a totally satisfied customer and a somewhat satisfied customer cou ld
lead to an increased revenue contribution of a factor .

"As

far

This

is

as
not

customers
a

are

burden,

concerned
but

the

you
core

are

the
of

company.
your

job.

You hold in your hands the power to keep customers coming back,
perhaps even to make or b reak the company."

83

RESEARCH
METHODOLOGY

84

INTRODUCTION

The main aim of research is to find out the truth which is hidden and which has not been
discovered as yet. Though each research study has its own purpose, we may think of research
objective as falling into a number of following broad groupings:
To gain familiarity with a phenomenon or to achieve new insight into it.
To portray accurately the characteristic of particular individual, situation or a group.
To determine the frequency with which something occurs or with which it is
associated with something else.
To test a hypothesis of a causal relationship between variable.

85

MEANING OF RESEARCH
Research is simply the process of arriving as dependable solution to a problem through the
planned and systematic collection, analysis and interpretation of data. The term research
consists of two words:
Research = Re + Search
Re means again and again and Search means to find out something. The following is the
process:
Observes
Person

collection of data
Phenomena

Again and again

Conclusions
Analysis of data

Chart No. 7Research

Therefore, research means to observe the phenomenon again and again from different
dimensions. The research is a process of which a person observes the phenomena again and
again and collects the data and on the basis of data he draws some conclusions.

Research is the most important process for advancing knowledge for promoting progress and
to enable man to relate more effectively to his environment, to accomplish his purpose and to
resolve his conflicts. Although it is not the only way, it is one of the more effective ways of
solving scientific problems. It simply seeks the answer of certain questions which have not
been answered so far and whose answers are not available in the literature i.e. in human
knowledge.

86

DEFINITION OF RESEARCH
The simple definition laid down in the Advanced Learners Dictionary of Current English is
a careful investigation or inquiry especially through search for new facts in any branch of
knowledge.

Research is the manipulation of things, concepts or symbols for the purpose of generalizing
to extend, correct or verify knowledge, whether that knowledge aids in construction of theory
or in the practice of an art.

Research is an endeavor to discover, develop and verify knowledge. It is an intellectual

process that has developed over hundreds of years, ever changing in purpose and form and
always searching for truth.
-

87

C. FranciesRummel

SIGNIFICANCE OF RESEACH
Throws light on risks and uncertainty
Identify alternative courses of action
Helps in economic use of resources Helps in project identification
Help in decision making.
Solves investment problems
Solves pricing problems
Solves allocation problems
Solves decision making issues in HR
Solves various operational and planning problems of business and industry
Provides the basis for all government policies in our economic system.
Helps social scientists in studying social relationships and in seeking answers to
various social problems.
For students, research means careerism or a way to attain a high position in the social
structure.
For professionals in research, it may mean a source of livelihood.
For philosophers and thinkers, research means the outlet for new ideas and insights.
For literary men and women, research means development of new styles and creative
work.
For analysts and intellectuals, research means generalizations of new theories.

PROBLEM FORMULATION
88

The term problem means a question or issue to be examined. Research Problem refers to
some difficulty /need which a researcher experiences in the context of either theoretical or
practical situation and wants to obtain a solution for the same.

How do we know we have a research problem?

Customer complaints
Conversation with company employees
Observation of inappropriate behavior or conditions in the firm
Deviation from the business plan
Success of the firms competitors
Relevant reading of published material (trends, regulations)
Company records and reports.

Formulation is the process of refining the research ideas into research questions and
objectives. Formulation means translating and transforming the selected research
problem/topic/idea into a scientifically researchable question. It is concerned with specifying
exactly what the research problem is Problem definition or Problem statement is a clear,
precise statement of the question or issue that is to be investigated with the goal of finding an
answer or solution.

Thus, we can say that a research problem is one, which requires a researcher to find out the
best solution for the given problem i.e. to find out by which course of action the objectives
can be attained optimally in the context of a given environment.

RESEARCH OBJECTIVE
89

The main Objective of the research is to know the level of Customer Satisfaction of
the Vekaria.
Moreover the following are the sub objectives:
To know the level of satisfaction among customer regarding different services
provided by Industry.
To measure the customer satisfaction level of VEKARIA ENGINEERING WORKS
PVT. LTD.
To measure the customer satisfaction of various customers.
To measure the customer satisfaction on the basis of income level of the customers.
To know how the occupation differentiation affects the satisfaction level.
To know the satisfaction level of peoples.

RESEARCH DESIGN

90

A research design is the arrangement of conditions for collection and analysis of data in a
manner that aims to combine relevance to the research purpose with economy in procedure
The following are the types of research design:

1. Exploratory
2. Descriptive
3. Experimental
4. Diagnostic

Here the Exploratory Research Design is chosen for the study. Exploratory research studies
are also known as formulative research studies. The main purpose of such studies is that of
formulating a problem for more precise investigation or of developing the working
hypothesis from anOperational point of view.

TYPES OF RESEARCH

91

There are 4 basic type of research:

1. Descriptive vs. Analytical:

Descriptive research includes surveys and fact-finding enquiries of different kinds. The main
characteristic of this method is that the researcher has no control over the variables; he can
only report what has happened or what is happening. Descriptive studies is used in which
researcher seeks to measure such items as, e.g. frequency of shopping, preference of people,
or similar data.InAnalyticalResearch,on the other hand, the researcher has to use facts or
information already available, and analyze these to make a critical evaluation of the material.

2. Applied vs. Fundamental:

Applied research aims at finding a solution for an immediate problem facing a society or an
industrial/business organization.WhereasFundamental research is mainly concerned with
generalization and with the formulation of a theory. Research concerning some natural
phenomenon or relating to pure mathematics are example of fundamental research. Research
studies, concerning human behavior carried on with a view to make generalization about
human behavior, are also example of fundamentalresearch.But research aims on certain
conclusion (say, a solution) facing a concrete social or business problem is an example of
applied research.Research to identify concrete social, economic or political trends that may
affect a particular institution or the marketing research or evaluation research are example of
applied research.

3. Quantitative vs. Qualitative:

Quantitative research is based on the measurement of quantity.Qualitativeresearch, on the
other hand, is concerned with quality. Qualitativeresearch is especially important in the
behavioral sciences where the aim is to discover the underlying motive of human behavior.

4. Conceptual vs. Empirical:

92

Conceptual research is that related to some abstract idea or theory. It is generally use by
philosophers and thinkers to develop new concept or to reinterpret existing one.On the other
hand, Empirical research relies on experience or observation alone, often without due regards
for system and theory. It is data-based research, coming up with conclusions which are
capable of being verified by observation or experiment.

SAMPLE DESIGN

93

For this research non-probability sampling has been taken and the samples are chosen
randomly from the population.

POPULATION & SAMPLE SIZE

Population size for this research is all the customer of Dwarkapuri Road of Vekaria. Out of
the whole population, for the sample size 100 customers from the Dwarkapuri Road is
randomly selected.

DATA COLLECTION

94

Type of data collection: -

1. Primary data:

Primary data are those, which are collected afresh and for the first time, and thus
Happen to be original in character.

Collect primary data during the course of doing experiments in an experimental research but
in case we do research of the descriptive type and perform surveys, whetherSample surveys
or census surveys, then we can obtain primary data either through observation or through
direct communication with respondents in one form or through personal interviews.

There are several methods of primary data:

Observation method
Interview method
Through questionnaires
Through schedules

2. Secondary data: -

Secondary data means data that are already available i.e., they refer to the data which
Have already been collected and analyzed by someone else. Secondary data has been
Collected through library and previous research report.

LIMITATION OF STUDY
Following are some of the limitations of this research study:
95

 The time constraint is the major limitation of this research study as the researcher
didnt have enough time to expand the research.
The sample taken for the study is also small i.e. only 100 so an accurate research
cannot be done.
The research is limited only to the vekaria engineering works so it is very narrow
study.
Most of the respondents were hesitating while replying to few of the questions so
it becomes a limitation of the study.
The respondent is not experienced and so it is obvious that there are going to be
some mistakes in formulating hypothesis and also while doing analysis.

96

DATA ANALYSIS &

INTERPRETATION

97

Age:Age

Figure

0 to 30

40

30 to 50

Above 50

Table No. 4 Age ratioSource: - Questionnaire

Age
0 to 30

30 to 50

above 50

12%
8%

80%

Chart No. 8 Age ratioSource: - Questionnaire

INTERPRETATION:From the above diagram we can see that 40% respondent customers are satisfied with age 0
to 30. The 4% respondent customers are satisfied with age 30 to 50. And the 6% respondent
customers are satisfied above 50. So the majority of age is 0 to 30.

98

Gender:-

Gender

Figure

Male

28

Female

22

Table No. 5 Gender ratio

Source: - Questionnaire

Gender ratio
Male

female

44%
56%

Chart No. 9 Gender ratio

Source: - Questionnaire

INTERPRETATION:From the above diagram we can see that 28%respondent customers are satisfied with male
and the 22% respondent customers are satisfied with female. So the majority gender in male
people is more and female people are very less.

99

Are they satisfied with Company's work?

Working hours

Figure

0 to 5

5 to 10

32

10 to 15

18

Above 15

Table No. 6 Working hours

Source: - Questionnaire

Working Hours
0-5

5 To 10

10 to 15

Above 15

0% 0%
36%

64%

Chart No. 10 Working hoursSource: - Questionnaire

INTERPRETATION:From the above data it can be said that majority of the workers work for 5-10 hours. Mainly it
includes production department. To work for extra time they get overtime salary benefits.
Others departments work for 10-15 hours.

100

Do they like to work in their company?

Work

Figure

Yes

48

No

Table No. 7 Like to work

Source: - Questionnaire

Do they like to work in their company ?

Yes

No

4%

96%

Chart No.11 Like to workSource: - Questionnaire

INTERPRETATION:From the above data we can see that our company in 48% people is satisfied with his work is
done and 2% people are not satisfied. So the majority people is satisfied is our company.

101

Which product Customer would like to Purchase?

Product Purchase

Figure

Bangles and ring turning machinery

Bangle and ring sizing machine

15

Strip cutter with motor and machine stand

30

Wire & sheet rolling mill single roll head

Bangle and ring profiling machine

Table No. 8 Product purchase

Source: - Questionnaire

Which product Customer would like to Purchase ?

Bangles and Ring Turning machine

Bangles and Ring sizing machine

strip cutter with motor and machine stand

wire and sit rolling mill single role head

bangle and ring profiling machine

2% 4% 4%

30%
60%

Chart No.12 ProductpurchaseSource: - Questionnaire

INTERPRETATION:From the above data we can see that 2% customer are satisfied with purchase bangles and
ring turning machine. The 15% customer is satisfied with ring sizing machine. And 30%
customer is satisfied with purchase strip cutter with motor and machine stand. 2%. Customer
is satisfied with purchase wire & sheet rolling mill single roll head. 1% satisfiedwith
purchase bangle and ring profiling machine. So that strip cutter with motor and machine
stand is more purchase customer.
102

Are they satisfied with Employers behaviour?

Employer behaviour

Figure

Yes

48

No

Table No.9 Employee behavior

Source: - Questionnaire

Customer's satisfaction with Employer

Yes

No

4%

96%

Chart No.13 Employee behaviorSource: - Questionnaire

INTERPRETATION:From the above data we can see that 48% customer is satisfied with employee behavior. And
2% customer is not satisfied with employee behavior.

103

Customer Getting Companys Product on time.

Company Product

Figure

Yes

40

No

10

Table No.10 Company product

Source: - Questionnaire

Customer Getting Company's product on time.

Yes

No

20%

80%

Chart No.14 Company Product Source: - Questionnaire

INTERPRETATION:From the above data we can see that 40% people answer is yes goods are time to time getting.
And 10% people answer is no reply. So the majority of people are time to time getting goods.

104

Are they satisfied with Companys work?

Company work

Figure

Yes

45

No

Table No.11 Companys work

Source: - Questionnaire

Are they Satisfied with Company's work ?

Yes

No

10%

90%

Chart No. 15 Companys workSource: - Questionnaire

INTERPRETATION:From the pie chat we can see that 45% people are satisfied with companys work. And 5%
people are not satisfied companys work. So the majority of people are 45% people satisfied
companys work.

105

Are they satisfied with company's Quality?

Quality

Figure

Highly satisfied

20

Satisfied

18

Dissatisfied

Highly dissatisfied

Table No.12 Quality

Source: - Questionnaire

Are they satisfied with company's Quality?

Highly Satisfied

Satisfied

Dissatisfied

Highly Dissatisfied

8%
16%

40%

36%

Chart No.16 Quality

Source: - Questionnaire

INTERPRETATION:From the pie chart we can see that 20% customers are highly satisfied with our quality and
goods. And 18% customers are satisfied with our quality. And 8% customers are dissatisfied
with our quality. And 4% customers are highly dissatisfied with quality. so the majority is
highly satisfied customers.

106

Are they satisfied with companys Customer-Care service?

Customer Care Service

Figure

Yes

42

No

Table No. 13 Care Service

Source: - Questionnaire

Are they satisfied with company's Customer-Care

service ?
Yes

No

16%

84%

Chart No.17 Care serviceSource: - Questionnaire

INTERPRETATION:From the pie chart we can see that the customer care of our company in majority people is
satisfied and the 42% customer is satisfied with our care service. And 8% customers are
dissatisfied with companys customer care service.

107

How do they feel about the Amount of time spent at work?

Time spent at work

Figure

Very happy

Unhappy

Indifferent

Happy

30

Very happy

10

Table No. 14 Time spent at work

Source: - Questionnaire

How do they feel about the Amount of time spent at

work ?
Very Unhappy

Unhappy

Indefferent

Happy

Very happy

6%
20%

6%
8%

60%

Chart No.18Time spentat workSource: - Questionnaire

INTERPRETATION:From the above data it can be said that majority of the peoples are satisfied and a few people
feel pressurized working time.
FINDINGS:10% of the people are very happy about the amount of time they spend at work and few
employees have moderate response.

108

Have they found themselves less motivated to do activities which they previously looked
forward to?

Less Motivated

Figure

Yes

15

No

35

Table No. 15 Less motivated

Source: - Questionnaire

Have they found themselves less motivated to do

activities which they previously looked forward to ?
Yes

No

30%

70%

Chart No.19 Less motivatedSource: - Questionnaire

INTERPRETATION:Most of the customers are not highly motivated. Only 15% customers are highly motivated.
So the majority peoples are reduce motivated.

109

Do they generally feel they are able to balance their work and family life?

Work and family life

Figure

Yes

45

No

Table No. 16 Work & family life

Source: - Questionnaire

Do they generally feel they are able to balance their

work and family life ?
Yes

No

10%

90%

Chart No. 20 Work & family lifeSource: - Questionnaire

INTERPRETATION:From the above data it can be said that majority of the workers feel that they are able to
balance their work and family life.

FINDINGS:5% workers dont feel that they are able to manage.

110

How do they manage stress arising from their work?

Manage Stress

Figure

Dance

Entertainment

Music

40

Other specify

Table No. 17 Manage stress

Source: - Questionnaire

How do they manage stress arising from their work ?

Dance

Entertainment

Music

Other, specify

0%
10%

10%

80%

Chart No. 21 Manage stressSource: - Questionnaire

INTERPRETATION:From the above data it can be said that majority of the workers listen music to get refresh &
manage stress.

111

Is there any Pollution under Control level at this company?

Pollution level

Figure

Yes

20

No

30

Table No.18 Pollution level

Source: - Questionnaire

Is there any Pollution Under Control level at this

company ?
Yes

No

40%
60%

Chart No. 22 Pollution levelSource: - Questionnaire

INTERPRETATION:From the above data it can be said that Vekaria engineering works pvt. Ltd. has pollution
under control at company place.

112

STATISTICAL TESTS

TO KNOW THE LEVEL OF CUSTOMER SATISFACTION

H=0

Customer satisfaction is not dependent on different factors within the Company.

H=1

Customer satisfaction is dependent on different factors within the Company.

Particulars

Yes

No

Do they like to work in their company?

48

Are they satisfied with Employer's

behaviour?

48

Customer Getting Company's product on

time.

40

10

Are they Satisfied with Company's work?

45

Are they satisfied with company's

Customer Care service?

42

Anova: Single Factor

SUMMARY
Groups

Count

Sum

Average

Variance

Column 1

223

44.6

12.8

Column 2

27

5.4

12.8

Table No. 19 Anova single factor

113

ANOVA
Source of
SS
Variation
Between Groups 3841.6

df

MS

P-value

3841.6

300.125 1.26E-07

Within Groups

102.4

12.8

Total

3944

F crit
5.317655

Table No. 20 Source of variation

CONCLUSION:-

Above calculation shows that calculated value is greater than tabulated value.

Calculated value > Tabulated value

300.125 > 5.3176

Null Hypothesis is Rejecting with respect to Customers are fully satisfied with Company"
So all the factors within company are helping to satisfy the customers.

114

FINDINGS

The maximum numbers of respondents 40% are between age group of 0-30 it
means most of the respondents are aged.
The maximum numbers of respondents 28% aremale respondents.
The maximum number of respondents32% customers satisfied with companys
work
The maximum numbers of respondents 30% customers strip cutter with motor and
machine stand purchase.
The maximum numbers of respondents 48% customers are satisfied employer
behaviour.
The maximum numbers of respondents 40% customers goods are getting time to
time.
The maximum numbers of respondents 20% highly satisfied with companys
quality.
The maximum numbers of respondents 42% customers are satisfied companys
customer care service.
The maximum numbers of respondents 10% people are very happy about of time
they spend at work.
The majority peoples are reduce motivated.
Majority of the workers listen music to get refresh & manage stress.
Vekaria engineering works has not pollution under control at company.

115

CONCLUSION

At the last, I would like to conclude by motioning that my experience of Industrial summer
training of Vekaria Engineering Works Pvt. Ltd. was marvelous.

Before I had started my training my mind was blank & was unaware of many of the things &
many of practical aspects but after / completing my summer training my mind was with the
best knowledge at all the management subjects.
Counselling customers for special applications helps them to select a wide range of
accessories, which further enables them to bag specialized orders for even most difficult and
intricate designs.
Utmost care and attention to the customer`s needs allows us to live up to the highest ethical
standards of customer service thus providing user-oriented and not manufacture-oriented
machines, designed to meet the customer`s present and future needs.
In our constant endeavour to serve customers better, we provide a full-fledged training
program to acquaint our customers and their technical staff with the multi-faceted uses and
innumerable advantages of our machines.

116

ANNEXURE

LIST OF CHARTS:-

CHART
NO.
1.

PARTICULARS
SWOT Analysis

PAGE
NO.
12

2.

Organization Structure

18

3.

Size of the unit

23

4.

Forms of business organization

24

5.

Production process

30

6.

Parties of industrial relations

62

7.

Meaning of research

84

8.

Age ratio

96

9.

Gender ratio

97

10.

Working hours

98

11.

Like to work

99

12.

Product purchase

100

13.

Employee behavior

101

14.

Company product

102

15.

Companys work

103

16.

Product quality

104

17.

Customer care service

105

18.

Time spent at work

106

19.

Less motivated

107

20.

Work & family life

108

21.

Manage stress

109

22

Pollution level

110

23.

ANOVA Single factor

111

24.

Source of variation

112

117

LIST OF TABLES:-

TABLE
NO.
1.

PARTICULARS
Time keeping system

PAGE
NO.
19

2.

Raw material

29

3.

Customer satisfaction level of x brand

73

4.

Age ratio

96

5.

Gender ratio

97

6.

Working hours

98

7.

Like to work

99

8.

Product purchase

100

9.

Employee behavior

101

10.

Company product

102

11.

Companys work

103

12.

Product quality

104

13.

Customer care service

105

14.

Time spent at work

106

15.

Less motivated

107

16.

Work & family life

108

17.

Manage stress

109

18.

Pollution level

110

19.

ANOVA Single factor

111

20.

Source of variation

112

118

CUSTOMER SATISFACTION LEVEL QUESTIONNAIRE

Customer Satisfaction Questionnaire

I am the Student of JVIMS MBA conducting a survey on facility provided to customer at
work place in Jamnagar vekaria engineering pvt. Ltd. you are requested fill the questionnaire.
We assure you that the data which is provided by you will be kept confidential and will be
used for academic purpose only. Feel free to give your opinion.
1. Age:o 0 to 30
o 30 to 50
o 31 above 50
2. Gender:o Male
o Female
3. For how many years you have worked with our company?
o 0 to 5
o 5 to 10
o 10 to 15
o above 15
4. Do you like to work our company?
o Yes
o No
5. Which product you purchase?
o Bangles And Ring Turning Machinery
o Bangle and Ring Sizing Machine
o Strip Cutter with Motor and Machine Stand
o Wire & Sheet Rolling Mill Single Roll Head

o Bangle and Ring Profiling Machine

119

6. Are you satisfied with our behaviour?

o Yes
o No
7. Getting our goods time to time?
o Yes
o No
8. Are you satisfied with our work?
o Yes
o No
9. Are you satisfied with our quality?
o Highly satisfied
o Satisfied
o Dissatisfied
o Highly dissatisfied
10. Are you satisfied with customer care of our company?
o Yes
o No
11. How do you feel about the amount of time you spend at work?
o Very unhappy
o Unhappy
o Indifferent
o Happy
o Very happy

120

12. Have you found yourself less motivated to do activities which you previously looked
forward to?
o Yes
o No
13. Do you generally feel you are able to balance your work and family life?
o Yes
o No
14. How do you manage stress arising from your work?
o Dance
o Entertainment
o Music
o other, specify

15. Is the pollution level under control at your company?

o Yes
o No

121

BIBLIOGRAPHY

Books:
Garry Dazzler, Human Resources Management, 11th edition, pub, place, year
Kothari, Research Methodology, Latest Edition
Ashwtthaapa, Managing human resources, 7th Edition
Ph. GUPTA C.B., Human Resource Management, 13th Edition,
Sultan Chand & Sons Education Publisher, New Delhi, 2009
KOTLER PHILIP, Marketing Management 13th Edition,
Dorling Kindersley Pvt Ltd, 2009
Indian Exports Page of the Info Media
Industrial Product Magazines
Web sites:
www.vekaria.com
www. humanlinks.com

122